scholarly journals Customer satisfaction sebagai mediasi pengaruh perceived value terhadap customer loyalty dalam pengguna OVO

2021 ◽  
Vol 1 (4) ◽  
pp. 365-379
Author(s):  
Adelia Kusuma Wardani ◽  
Handri Dian Wahyudi
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Perceived Value ◽  
Payment System ◽  
Validity And Reliability ◽  
Electronic Money ◽  
Purposive Sampling ◽  
Cash Payment ◽  
Feasibility Test ◽  
Linearity Test

The current payment system, the non-cash payment system, has many benefits and has become a new lifestyle for the community. With the variety of choices offered by electronic money services, companies need to make users loyal to the services provided. Some factors that influence customer loyalty are perceived value and customer satisfaction. The present study employed a quantitative approach with descriptive and explanatory research designs. Respondents involved in the study were 154 OVO’s users recruited using non-probability and purposive sampling techniques. They were selected using the Daniel and Terrel’s (1989) formula. The scale used in this study is a Likert scale. The instrument feasibility test employed validity and reliability tests. In addition, this study employed a classic assumption test in the form is normality and linearity test. Data analysis techniques were performed using descriptive statistical analysis and path analysis with IBM SPSS Statistics V23.0. Sistem pembayaran saat ini, yaitu sistem pembayaran nontunai, memiliki banyak manfaat dan menjadi gaya hidup baru bagi masyarakat. Dengan beragamnya pilihan yang ditawarkan oleh layanan uang elektronik, perusahaan perlu membuat pengguna loyal terhadap layanan yang diberikan. Beberapa faktor yang mempengaruhi loyalitas pelanggan adalah nilai yang dirasakan dan kepuasan pelanggan. Penelitian ini menggunakan pendekatan kuantitatif dengan desain penelitian deskriptif dan eksplanatori. Responden yang terlibat dalam penelitian ini adalah 154 pengguna OVO yang direkrut menggunakan teknik non-probability dan purposive sampling. Mereka dipilih menggunakan rumus Daniel dan Terrel (1989). Skala yang digunakan dalam penelitian ini adalah skala Likert. Uji kelayakan instrumen menggunakan uji validitas dan reliabilitas. Selain itu, penelitian ini menggunakan uji asumsi klasik berupa uji normalitas dan uji linieritas. Teknik analisis data dilakukan dengan menggunakan analisis statistik deskriptif dan analisis jalur dengan IBM SPSS Statistics V23.0.

scholarly journals DETERMINANT INTERELATION CUSTOMER LOYALTY OF TELKOMSEL PREPAID CARD IN JAKARTA

2014 ◽  
Vol 13 (2) ◽  
Author(s):  
Devi Ayuni ◽  
Andy Mulyana
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Customer Value ◽  
Perceived Value ◽  
Survival Strategies ◽  
Validity And Reliability ◽  
Mobile Telecommunications ◽  
Company Strategy ◽  
Positive Word Of Mouth

In recent decades the mobile telecommunications technology has grown very rapidly. The deregulation of the telecommunications sector opens greater opportunities for telecommunications companies to compete to provide cellular service. Competition is extremely tight lead mobile telecommunications company strategy and redesign the business to survive and improve their competitive advantage. One of the survival strategies undertaken by establishing customer loyalty. This study aims to analyze the determinants of loyalty interrelation consisting of service quality, perceived value and customer satisfaction. The population used in this study were students Sympathy GSM prepaid card users. For the purposes of quantitative analysis, determination of scores for each item questionnaire used a Likert Scale. While processing the data using SEM with LISREL 8.7 software assistance. Validity and reliability using Confirmatory Factor Analysis (CFA). From six hypothesis, 5 were accepted while others rejected 1. Quality services and significant positive effect on perceived value and customer satisfaction, but had no effect on customer loyalty. The influence of service quality on satisfaction is greater than the influence of service quality on perceived value. Service satisfaction and loyalty is influenced by perceived customer value. The influence of perceived value on loyalty greater than the satisfaction. Customer loyalty is positively and significantly influenced by customer satisfaction. Based on the contribution of indicator constructs, to achieve customer loyalty as the Telkomsel GSM prepaid card providers need to maintain and improve Sympathy area range, sound quality, connection and signal quality. With the improvement of the quality of the customer will feel the positive perceived value that includes the sacrifice of energy, effort, and time the customer. Additionally, it will create customer satisfaction that keeps the sympathy GSM prepaid card service as well as providing recommendations and positive word of mouth to others.

scholarly journals PENGARUH E-SERVICE QUALITY DAN FOOD QUALITY TERHADAP CUSTOMER LOYALTY PENGGUNA GOFOOD INDONESIA YANG DIMEDIASI OLEH PERCEIVED VALUE DAN CUSTOMER SATISFACTION

2021 ◽  
Vol 8 (1) ◽  
Author(s):  
Dewi S.S Wuisan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Food Quality ◽  
Customer Loyalty ◽  
Perceived Value ◽  
Sampling Technique ◽  
Probability Sampling ◽  
Purposive Sampling ◽  
Electronic Service ◽  
Quality Aspects

abstract: This study aims to examine the positive influence of electronic service quality and food quality on customer loyalty. In the current era of digitalization, the tendency of Indonesian people to make online purchases through e-commerce has increased sharply. There are problems in the aspects of GoFood's electronic service quality (e-service quality) and the importance of assessing food quality aspects through GoFood delivery, so this research is important to do for both constructs by paying attention to the indirect relationship (mediation) of the value perceived by customers GoFood (perceived value) and GoFood customer satisfaction to GoFood customer loyalty. The sampling technique in this study used a non-probability sampling technique, namely purposive sampling, in which the specific respondents were GoFood customers who were well-known in various cities in Indonesia. The sample in this study may be 458 respondents with data methods through electronic questionnaires. The data were processed using validity, reliability and statistical analysis. The results showed that the e-service quality variable had a positive and significant effect both directly and indirectly through the mediation of perceived value and customer satisfaction on GoFood customer loyalty, while the food quality variable had no direct influence but had an indirect effect through perceived value and satisfaction to customer loyalty GoFood customers. abstract:Penelitian ini bertujuan untuk menguji pengaruh positif e-service quality dan food quality terhadap customer loyalty. Pada era digitalisasi saat ini, kecenderungan masyarakat Indonesia untuk melakukan pembelian online melalui e-commerce meningkat tajam. Adanya permasalahan dalam aspek kualitas pelayanan elektronik (e-service quality) GoFood dan pentingnya mengkaji aspek kualitas makanan (food quality) melalui pengantaran GoFood maka, penelitian ini penting dilakukan untuk meneliti kedua konstruk tersebut dengan memperhatikan hubungan tidak langsung (mediasi) dari nilai yang dirasakan pelanggan GoFood (perceived value) dan (customer satisfaction) atau kepuasan pelanggan GoFood terhadap loyalitas pelanggan GoFood. Teknik pengambilan sampel pada penelitian ini menggunakan teknik non-probability sampling yaitu purposive sampling dimana responden terkhusus merupakan pelanggan GoFood yang tersebar di berbagai kota di Indonesia. Sampel dalam penelitian ini berjumlah 458 responden dengan metode pengumpulan data melalui kuisioner elektronik. Data diolah dengan menggunakan analisis validitas, reliabilitas, dan analisis statistik. Hasil penelitian menunjukkan bahwa variabel e-service quality memiliki pengaruh positif dan signifikan baik secara langsung maupun tidak langsung melalui mediasi perceived value dan customer satisfaction terhadap customer loyalty pelanggan GoFood sedangkan variabel food quality tidak memiliki pengaruh secara langsung namun memiliki pengaruh secara tidak langsung melalui mediasi perceived value dan customer satisfaction terhadap customer loyalty pelanggan GoFood e-service quality, food quality, perceived value, customer satisfaction, customer loyalty

scholarly journals Pengaruh Brand Trust dan Perceived Value Terhadap Customer Loyalty dengan Customer Satisfaction sebagai Variabel Intervening

2020 ◽  
Vol 2 (4) ◽  
pp. 546-562
Author(s):  
Muhammad Faizun ◽  
Ika Susilowati
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Perceived Value ◽  
Brand Trust ◽  
Purposive Sampling

Penelitian ini bertujuan untuk mengetahui pengaruh brand trust dan  perceived value terhadap customer loyalty melalui customer satisfaction sebagai variabel intervening. Populasi dalam penelitian ini adalah masyarakat di Kabupaten Kebumen yang menggunakan jaringan data internet Telkomsel. Sampel penelitian sebanyak 100 orang dengan metode purposive sampling. Metode yang digunakan dalam penelitian ini adalah metode kuantitatif. Analisis data mengunakan analisis jalur dengan progam SPSS 23 dan sobel test. Hasil penelitian ini menunjukan bahwa brand trust dan perceived value berpengaruh signifikan terhadap customer satisfaction. Selanjutnya brand trust tidak berpengaruh terhadap customer loyalty, sedangkan  perceived value dan customer satisfaction berpengaruh signifikan terhadap customer loyalty. Serta customer  satisfaction tidak dapat memediasi antara variabel brand trust dan perceived value terhadap customer loyalty.

Mobile communications: a comprehensive hierarchical modelling approach

2014 ◽  
Vol 26 (1) ◽  
pp. 114-146 ◽  
Author(s):  
Michael Daniel Clemes ◽  
Xin Shu ◽  
Christopher Gan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Mobile Communications ◽  
Switching Costs ◽  
Important Determinant ◽  
Perceived Value ◽  
Corporate Image ◽  
Content Type ◽  
Customer Perceived Value

Purpose – Global mobile communication is one of the most dynamic and important service markets. Several researchers suggest using a theoretical approach to develop a much deeper insight into key marketing constructs such as service quality, customer perceived value, customer satisfaction, perceived switching costs, corporate image, and customer loyalty is of vital importance to the mobile communications market. This study aims to develop and test a comprehensive hierarchical model of these six important constructs. The model also incorporates the retailing function of a major mobile communication provider. Design/methodology/approach – The research sample of 516 was drawn from customers of one of the largest mobile communications service providers in China. The data were analysed using exploratory factor analysis, confirmatory factor analysis and structural equation modelling. Findings – The results of the study support using a hierarchical and multidimensional approach for conceptualising and measuring customers' perceptions of service quality in the mobile communications market. In addition, the findings illustrate that service quality is an important determinant of customer perceived value, customer satisfaction, corporate image, and perceived switching costs. Customer perceived value is also an antecedent of customer satisfaction. Corporate image, customer satisfaction, and perceived switching costs are three key drivers of customer loyalty. However, the findings also indicate that corporate image is not an important determinant of customer satisfaction and that customer perceived value is not a key driver of customer loyalty. Originality/value – This is the first paper that has developed and tested a comprehensive hierarchical model of the mobile communications market.

scholarly journals Antecedents of Customers Loyalty towards Go-Jek Service

Telaah Bisnis ◽  
2021 ◽  
Vol 21 (2) ◽  
pp. 69
Author(s):  
Helmy Ilham Nugraha ◽  
Anas Hidayat ◽  
Putra Endi Catyanadika ◽  
Sri Rejeki Ekasasi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation Model ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Equation Model ◽  
Sem Analysis ◽  
Website Design ◽  
Consumer Loyalty ◽  
Purposive Sampling

Service quality is one of the biggest factors in determining consumer loyalty. The aim of this study is to analyze how the Go-Jek service quality an influence customer satisfaction in shaping customer loyalty to the Go-Jek company. This research is quantitative and the variables examined in this study are website design, reliability, trust, customer satisfaction, to support consumer loyalty. This research was conducted in Yogyakarta and the data was collected using a questionnaire based on a Likert-scale, and the taking method uses purposive sampling with 300 respondents. Data were then analyzed using structural equation model (SEM) analysis with the help of WarpPLS software. The results of the study show that the effect of e-service quality on customer loyalty to the Go-Jek company were positive and significant.

scholarly journals PENGARUH PEMASARAN RELASIONAL TERHADAP KEPUASAN NASABAH YANG BERDAMPAK PADA LOYALITAS NASABAH (Studi Pada Nasabah Asuransi Jiwa Bersama (AJB) Bumiputera 1912 Cabang Pematangsiantar)

2018 ◽  
Vol 12 (2) ◽  
Author(s):  
Klara Delima Agustina ◽  
T Teviana
Keyword(s):  
Customer Satisfaction ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Life Insurance ◽  
Public Awareness ◽  
Data Retrieval ◽  
Insurance Company ◽  
Analysis Model ◽  
Relational Marketing ◽  
Linearity Test

Indonesian public awareness the importance insurance Indonesia has been growing rapidly. This condition is seen by the increasing number of insurance companies with a variety of products offered in the community. But even so, awareness of the importance of insurance is not in line with the purchase of an insurance policy. Such conditions make Joint Life Insurance (AJB) Bumiputera 1912 which is a local insurance company to apply the concept of relationship marketing. This study aims to determine the direct and indirect effects of relational marketing consisting of commitment and trust on customer loyalty as well as determine the effect of customer satisfaction on customer loyalty. The population in this study are all policyholders active Joint Life Insurance (AJB) Bumiputera Branch of Pematangsiantar who are customers of at least five years and never filed a claim against the insurance held that as many as 2,750 customers and the sample of 100 people who obtained using the formula slovin with data retrieval random sampling technique. Data was collected by questionnaire at all respondents where the questionnaire was tested beforehand using validity and reliability test on 30 respondents. Technical analysis of the data used is the classical assumption of data normality test, multicollinearity test and linearity test. It is also used path analysis model (path analysis) to examine the direct and indirect influences between variables with hypothesis testing using t test with significance level of 5% (0.05). The results showed that the partial commitments positive influence directly or indirectly on customer loyalty, trust negative influence directly and positively impact directly on customer loyalty and customer satisfaction directly positive effect on customer loyalty.                                    Keywords: Relational Marketing, Commitment, Trust, Satisfaction, Loyalty

scholarly journals Loyalitas Konsumen Terhadap Konsumsi Kopi Tubruk di Meulaboh

2017 ◽  
Vol 2 (2) ◽  
pp. 147-155
Author(s):  
Dina Fida ◽  
Ismayani Ismayani ◽  
Fajri Jakfar
Keyword(s):  
Logistic Regression ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Binary Logistic Regression ◽  
Validity And Reliability ◽  
Chi Square ◽  
Plantation Species ◽  
Long Time ◽  
Coffee Powder ◽  
The Relationship

Abstrak.Kopi adalah salah satu jenis tanaman perkebunan yang sudah lama dibudidayakan dan memiliki nilai ekonomi yang dapat menghasilkan keuntungan. Kopi tubruk merupakan kopi tradisional yang umumnya lebih keras karena bubuk kopi murni yang langsung diseduh dengan air  mendidih, teksturnya lebih kasar, lebih banyak mengandung ampas, aroma kopi yang lebih menyengat, serta tingkat kekentalan yang bisa disesuaikan dengan lidah penikmatnya. Loyalitas konsumen pada umumnya merupakan suatu sikap konsumen yang loyal terhadap pilihan dan penggunaan produk dalam waktu yang lama dan untuk masa yang akan datang, Sedangkan kepuasan konsumen ialah perasaan senang atau kecewa seseorang yang berasal dari perbandingan antara kesannya terhadap kinerja (hasil) sesuatu produk dengan harapannya. Pada penelitian ini bertujuan untuk mengetahui faktor-faktor yang mempengaruhi loyalitas konsumen terhadap minuman kopi tubruk di Meulaboh, Mengetahui hubungan antara tingkat kepuasan konsumen dengan loyalitas konsumen terhadap konsumsi kopi tubruk di Meulaboh.Adapun metode yang digunakan adalah Uji Validitas dan Reliabilitas,Regresi Logistik Biner dan Chi Square.Hasil Regresi Biner Logistik menunjukkan bahwa citarasa, harga, kualitas pelayanan dan lokasi merupakan faktor yang mempengaruhi loyalitas konsumen terhadap minuman kopi tubruk.Hasil Uji Chi-Square menunjukkan bahwa adanya hubungan yang signifikan antara kepuasan konsumen dengan loyalitas konsumen terhadap minuman kopi tubruk di Meulaboh.Consumer Loyality To The Consumption Of Coffee Brewed In MeulabohAbstract.Coffee is one of the plantation species has long been cultivated and have a mutually beneficial economic value.The brewed coffee is a traditional coffee are generally harder for pure coffee powder that instantly brewed with boiling water, rough texture, contains more dregs, pungent coffee aroma, as well as the level of consistency that can be adapted to the tongue of the audience.Consumer loyalty is generally a loyal consumer attitudes towards choice and use of the product for a long time and for the future.While customer satisfaction is feeling happy or disappointed someone who comes from a comparison between her impression of the performance (yield) of a product with expectations.In this study aims to determine the factors that influence consumer loyalty to the coffee beverage brewed in Meulaboh.Determine the relationship between the level of customer satisfaction and customer loyalty towards the consumption of instant coffee in Meulaboh.The methods used are validity and reliability, Binary Logistic Regression and Chi Square.Binary logistic regression results show that the simultaneous testing of the factors that influence loyalty is taste, price, service quality, and location. While testing only partially furnished variables that influence loyalty.Chi-Square test results indicate that there is a significant relationship between customer satisfaction and customer loyalty so that customer satisfaction is influenced flavors that suit the tastes of consumers. 

scholarly journals PERAN MEDIASI KEPUASAN PELANGGAN PADA PENGARUH E-SERVICE QUALITY, PERSEPSI HARGA, DAN PROMOSI PENJUALAN TERHADAP LOYALITAS PELANGGAN

2020 ◽  
Vol 10 (2) ◽  
pp. 249
Author(s):  
Risa Septiani ◽  
Nurhadi Nurhadi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Sampling Technique ◽  
Sales Promotion ◽  
Survey Method ◽  
Validity And Reliability ◽  
Online Questionnaire ◽  
Price Perception ◽  
Positive Effect

This study aim was to determine the effect of e-service quality, price perception, and sales promotion on customer loyalty through customer satisfaction on Gojek customers in Yogyakarta. This research is a quantitative study with survey method. The population in this study were Gojek customers in Yogyakarta. The sampling technique used was purposive sampling, with a total sample of 235 respondents. The technique of collecting data used an online questionnaire that has been tested for validity and reliability. The data analysis technique used to test the hypothesis was bootstrapping method using macro PROCESS by Andrew F. Hayes. The results of this study show that there is a positive effect of e-service quality on the satisfaction of Gojek Yogyakarta customers, there is a positive effect of price perception on the satisfaction of Gojek Yogyakarta customers, there is a positive effect of sales promotion on the satisfaction of Gojek Yogyakarta customers, there is a positive effect of customer satisfaction on the loyalty of Gojek Yogyakarta customers, there is a positive effect of e-service quality on the loyalty of Gojek Yogyakarta customers, there is a positive effect of price perception on the loyalty of Gojek Yogyakarta customers, there is a positive effect of sales promotion on the loyalty of Gojek Yogyakarta customers, and there is the effect of e service quality, price perception, and sales promotion on customer loyalty through Gojek Yogyakarta customer satisfaction, as evidenced by the e-service quality variable mediation coefficient of 0,0442; the mediation coefficient of price perception variable is 0,0404; and the mediation coefficient of sales promotion variable is 0.0676.

scholarly journals Analysis of Adi Soemarmo Solo Airport Parking Payment System

2021 ◽  
Vol 2 (1) ◽  
pp. 1-3
Author(s):  
Dwiyana Dwiyana ◽  
Muqorobin Muqorobin
Keyword(s):  
Payment System ◽  
Payment Systems ◽  
Electronic Money ◽  
Application System ◽  
Money Balance ◽  
Final Project ◽  
Cash Payment

The writing of the Semester Final Project with the title Analysis of the Parking Payment System for Adi Soemarmo Airport Solo was compiled based on the results of observations at the exit gate of Adi Soemarmo Airport Solo. Transactions on parking payments often cause problems due to several factors, especially the time or process is quite long because sometimes the money given is too large then the cashier takes too long to give change, besides that sometimes passengers do not prepare the money they want to pay in advance and often passengers pay in a situation of insufficient money and this causes queues or jams at the gate exit. The research objective given by the author later is to provide the best solution for airport parking payment systems. In addition to making it easier for passengers, this will greatly facilitate cashiers when carrying out work operations. This payment application system is called u-nik or electronic money. Where u-nik functions to transfer the money balance data contained in u-nik to a computer using a system called AINO. So that payments occur without spending additional cash. With the existence of non-cash payment transactions using the AINO system, it is hoped that it can facilitate and provide speed in making parking payment transactions without the need to carry cash.

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